We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4777 results
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Decision Reference DRN1606036
28 Jun 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that Aviva Insurance Limited wrongly settled a claim against his van insurance policy, as he wasn’t involved in the incident in question.backgroundA third party told Aviva that an accident took place on 14 December 2016 and that the registration plate ... (2 pages)View decision -
Decision Reference DRN0716330
23 Sep 2014 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains about the way in which Aviva Insurance Limited handled a claim she made under her motor policy after her car was involved in a collision. She would like to be properly compensated for the problems she experienced as a result of Aviva’s delay and its failure to tell he... (2 pages)View decision -
Decision Reference DRN-3462814
9 May 2022 Aviva Insurance Limited Not upheldInsuranceDRN-3462814 The complaint Mr B complains that Aviva Insurance Limited (trading as General Accident) unfairly declined his claim on his motor insurance policy. I refer to General Accident as GA and I include claims-handlers and others insofar as I hold GA responsible for their acts or omiss... (4 pages)View decision -
Decision Reference DRN0739046
4 Mar 2019 Close Brothers Limited Not upheldBanking and creditMrs M, represented by Mr M, complains that Close Brothers Limited sent information to an old address causing distress and costs.backgroundMrs M has a credit agreement with Close Brothers relating to her insurance policy. In October 2018, Mr M contacted Close Brothers ... (3 pages)View decision -
Decision Reference DRN3700278
19 Dec 2014 Lloyds Bank PLC Not upheldBanking and creditMr E complains, on behalf of an organisation B, that Lloyds Bank plc (trading as TSB) didn’t transfer B’s account to TSB Bank plc as agreed. And B can’t use its local branch as a result. backgroundIn 2013 Lloyds TSB plc carried out a major re-structure to de-merge and create a ne... (2 pages)View decision -
Decision Reference DRN2504955
30 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B have complained that Barclays Bank Plc lost the title deeds to their property. They are asking Barclays to pay to have the deeds reinstated.our initial conclusionsOur adjudicator noted Barclays had offered £300 compensation to Mr and Mrs B for any trouble ... (2 pages)View decision -
Decision Reference DRN0902956
11 Jul 2016 Decidebloom Limited Not upheldBanking and creditMr R complains that a car was misrepresented to him by Decidebloom Limited, trading as Stoneacre. He also complains about a dent on the car, that he wasn’t provided with the warranty information and that his name was spelt incorrectly on the registration form.backgr... (2 pages)View decision -
Decision Reference DRN1583438
8 Mar 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs B, as attorney for Miss P, complains about the way HSBC UK Bank Plc has handled an Enduring Power of Attorney (“EPA”). backgroundMrs B says she met with HSBC in September 2018 and asked to be added to Miss P’s account under a Power of Attorney to assist wit... (3 pages)View decision -
Decision Reference DRN1887939
21 Nov 2019 Lloyds Bank PLC Not upheldBanking and creditMrs P has complained that Lloyds Bank PLC is unreasonably refusing her access to money in her account. Lloyds has asked Mrs P to provide certain information, but Mrs P thinks Lloyds’ request is unreasonable. backgroundA large sum of money was paid into Mrs P’s account. Lloyds told Mrs P it... (2 pages)View decision -
Decision Reference DRN7782654
27 Aug 2013 Bank of Scotland Plc Not upheldBanking and creditMiss E complains that Bank of Scotland plc (trading as Halifax) (“Halifax”) failed to note her change of address, resulting in a default registration being made about her debt, without her knowledge.our initial conclusionsHalifax said the default notice had been sent to the addr... (2 pages)View decision